Senior Lead Customer Service (Onsite, PKR Salary)

HR POD - Hiring Talent Globally


Date: 3 hours ago
City: Lahore
Contract type: Full time
Requirements:

  • Bachelors or Masters degree in Business Administration, Customer Service, or related fields.
  • Minimum 8-10 years of experience in customer service, with at least 5 years in a leadership role.
  • Proven track record of managing and improving customer service operations.
  • Strong leadership and communication skills, excellent problem-solving abilities, and experience with customer service software/tools (e.g., Contegris).
  • Exceptional leadership and team management skills.
  • Strong analytical and decision-making abilities.
  • Excellent communication and interpersonal skills.
  • Ability to handle pressure and resolve conflicts effectively.
  • Strategic mindset with the ability to align customer service efforts with business goals.
  • A customer-first mindset with the ability to advocate for both the customer and the business.
  • Strong knowledge of customer service best practices and emerging trends.


Responsibilities:

  • Develop and implement customer service strategies that align with the companys objectives.
  • Set and monitor customer service performance goals and KPIs to ensure high SLA.
  • Lead, mentor, and motivate the customer service team to maintain excellent customer relationships.
  • Recruit, train, and develop a high-performing customer service team.
  • Conduct performance evaluations and provide coaching to improve team members skills.
  • Foster a customer-focused culture, encouraging collaboration and teamwork.
  • Oversee customer inquiries, complaints, and feedback, ensuring timely and effective resolution.
  • Analyze customer interactions and feedback to identify areas for improvement.
  • Implement new processes and tools to improve response times and overall customer satisfaction.
  • Manage customer service operations, including call centers, Chat support Outbound and balance teams.
  • Ensure that processes are efficient, cost-effective, and scalable to meet growing demands.
  • Establish and maintain service-level agreements (SLAs) and internal quality standards.
  • Collaborate with other departments (Sales, Product, Marketing) to ensure a seamless customer experience.
  • Act as the voice of the customer within the company, providing insights and recommendations for service or product improvements.
  • Monitor and report on customer service metrics and performance data to leadership.
  • Use data-driven insights to make decisions and improve customer service processes.
  • Handle complex or escalated customer service issues, ensuring satisfactory outcomes for all parties.
  • Develop protocols for managing customer crises and high-pressure situations.
  • Stay updated on the latest trends in customer service and implement best practices.
  • Lead initiatives for continuous process improvements, ensuring the team adapts to evolving customer needs.

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